Enterprise Network Support Specialist, eero

Description

At eero, we pride ourselves on providing every customer an exceptional experience. Our mission is to make technology in homes and businesses just work — through fast, reliable, secure connectivity. Fixing connectivity in the home is, however, just the start. We're working on the building blocks of small business solutions and smart homes by designing our own hardware, enabling it with seamless software, and tying it all together in the cloud.
We are seeking an Enterprise Network Support Specialist to join our growing Enterprise Support team in London. You'll own complex network cases from first contact to resolution, working directly with enterprise customers across corporate, retail, ISP, and managed-service environments. You'll combine deep networking expertise with customer partnership to solve multi-site deployment challenges and shape the future of enterprise support at eero.
This role will be working out of our office in London, United Kingdom, providing an opportunity to work with an amazing team of intelligent, motivated, and supportive colleagues, and be part of a growing global company that offers a range of career opportunities.

Key job responsibilities
As an Enterprise Network Support Specialist, you will:
• Own enterprise customer cases end-to-end, managing triage, troubleshooting, resolution, and documentation whilst serving as the primary point of contact throughout the customer journey.
• Diagnose and resolve complex multi-site eero deployments, applying advanced networking knowledge to environments involving VLANs, routing, switching, 802.1X/RADIUS, captive portals, and WAN architecture.
• Configure and troubleshoot network devices, including routers, switches, firewalls, managed switches, and wireless access points in high-density enterprise environments.
• Collaborate with specialised teams by escalating to Network Support Engineers (NSE) and engineering teams when cases require additional expertise, whilst retaining overall case ownership and accountability.
• Document and share technical solutions from complex cases to build team runbooks, identify trending issues, and communicate insights to product and engineering teams.
• Participate in on-call support for enterprise incidents, including multi-site outages and partner escalations, ensuring timely response and resolution.
• Provide guidance, mentoring, and on-the-job training to help junior team members continuously learn and improve.

A day in the life
As an Enterprise Network Support Specialist, you'll be the primary point of contact for enterprise customer cases, taking ownership from initial triage through final resolution. Your day involves diagnosing complex multi-site eero deployments, working with overlays and spokes, VLANs, 802.1X/RADIUS, captive portals, managed switches, and high-density wireless environments. You'll collaborate with our Network Support Engineers (NSE) and product teams via Slack when cases require specialised depth, whilst maintaining accountability for customer outcomes. You'll document each complex case to build our team's knowledge base, identify trending issues, and inform product improvements. You'll also participate in a shared on-call rotation to support enterprise incidents, including multi-site outages and partner escalations. Occasionally, you may travel within the UK and internationally (less than 15% of the time) to support on-site enterprise deployments or partner escalations.

About the team
We're building eero's Enterprise Support function from the ground up, and you'll be instrumental in establishing how we serve our most complex customers. Our team partners closely with partner success, engineering, and product teams to ensure customer success whilst feeding critical insights back into product development. We serve customers across diverse industries, from retail and corporate environments to ISPs and managed-service providers, each with unique network architectures and business requirements. We're committed to doing the engineering work to find the right answer, not just the fast one, and we value technical depth paired with clear communication. As part of this founding team, you'll help define our support culture, processes, and standards whilst directly influencing how eero evolves to meet enterprise needs.

Basic Qualifications

- Bachelor's degree in computer science, engineering, analytics, mathematics, statistics, IT or equivalent, or experience in network and operating system support
- Experience in managing and troublshooting network, or experience in technical support
- CCNA or equivalent level networking certification, or High school or equivalent diploma
- Experience in Network protocols like DNS/DHCP/TCP, or experience managing full application stacks from the OS up through custom applications and experience that includes strong analytical skills, attention to detail, and effective communication abilities
- Experience recognizing a challenge and working with a variety of teams and data sources to diagnose the problem and recommend solutions
- Experience writing and publishing technical documents or equivalent
- Experience communicating clearly and concisely with leadership, stakeholders, and cross-functional teams
- Advanced networking knowledge including VLANs, routing, switching, 802.1X, RADIUS, captive portals, multi-site and multi-WAN architecture, and wireless infrastructure (802.11).

Preferred Qualifications

- Speak, write, and read fluently in French, Spanish, German or Italian
- Experience with programming/scripting (Batch, VB, PowerShell, Java, C#, Chef, Perl, Ruby and/or PHP), or experience with automation and any version control tools and experience that includes strong analytical skills, attention to detail, and effective communication abilities
- CCNP or equivalent advanced networking certification.
- Experience with logging and monitoring platforms such as AWS CloudWatch, Datadog, New Relic, Splunk, or similar tools.
- Knowledge of retail point-of-sale network requirements and PCI compliance considerations.
- Experience managing or supporting Managed Service Provider relationships.
- Familiarity with multi-dwelling unit (MDU) or bulk deployments and their associated topology challenges.
- Experience deploying and supporting high-density wireless environments with 100 or more concurrent clients per access point.
- Background supporting a product through early-stage launch or foundational team phases.

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